Beth_G,
I was, and am, in a whatsapp call when you made your kind offer of assistance,
22nd 17:02 machine introduction
22nd 20:45 Security check
22nd 20:50 Agent explains requirement for "dedicated Oomph team"
22nd 20:51 I ask how this can be accomplished
22nd 20:52 Agent Ring 150
22nd 20:53 I ask to cancel the lot
22nd 20:54 Machine introduction
-------sleep
23rd 07:39 Machine introduction, am I really still waiting?
23rd 09:03 I respond 1
23rd 09:04 - 09:05 - 3 passes round "Something else"
23rd 09:05 Machine offers to get me through to team
23rd 11:38 Agent authenticates me
23rd 11:54 Agent asks if I want to speak to retentions.
23rd 11:54 I respond "I do"
23rd 12:12 Agent says sure, Francis, I shall mention clear notes on the account, and get that sorted for you.O really understand how important services are
23rd 12:13 I respond with I can discuss the issues directly, (although privately I think "Odd")
23rd 12:13: I restate the summary;
My goal for this conversation is to have the remotes delivered, to permit the upgrade of the V6 OS from Tivo to TV 360. If required, £24.99 may be added to the next invoice to fund this. For the avoidance of doubt, the term of the existing contract must not be changed, nor must the composition of the existing services be modified, nor the contractual monthly cost, other than the planned loss of discount at the end of the current contracted period.
If, for any reason, the above is not possible prior to the 3rd of February, then I would wish for Virgin service provision (tv, broadband, phone, and mobile) to be ceased on the 3rd of March.
23rd 12:28 Agent says "It's been lovely speaking with you roday, look after yourself and stay safe.
23rd 12:28 I respond "You too" (Privately I think Virgin Media is collectively insane).
Have I been passed to the Retentions team?
Does the Dedicated Oomp team actually exist?
Will Virgin Media consider annual contracts enabling price increases to be done without breaching contracts, destroying the call centres, good will, and my sanity clause?
Has Virgin done sufficient damage to itself to overwhelm Openreach/Sky with a mass exodus?
"These questions ... and many others ... will be answered in the next episode of...Soap."
So to summarise, three abortive calls, a 17 hour wait time (and growing), a kind offer from yourself, all to deal with an order for two remote controls.
And from my perspective, this just to see if the TV 360 service is fit enough for purpose to bother negotiating a new deal in two weeks time, rather than migrate to other suppliers.
I recognise now, that attempting to order a couple of remotes at a time of mass contractual breach may not be the happiest experience, but I was not aware that Virgin were doing this prior to the request.
Thorin Sits Down And Starts Singing About Gold
Regards,
Francis.